We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 1668 results
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Decision Reference DRN4823440
20 Apr 2020 Lloyds Bank PLC UpheldBanking and creditMrs O has complained that Lloyds Bank Plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. CIFAS is one of the UK’s fraud prevention agencies.what happenedFollowing an account review in June 2018, Lloyds gave Mrs O notice they were going to close her accou... (3 pages)View decision -
Decision Reference DRN-4973229
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4973229 The complaint Miss M complains that Monzo Bank Ltd closed her account and registered a CIFAS marker against her name. What happened Miss M says that, in or around September 2022, her brother asked her to provide him with the details of her Monzo account. She says he explaine... (2 pages)View decision -
Decision Reference DRN7283764
17 Mar 2020 The Co-operative Bank Plc Not upheldBanking and creditComplaintMr H complains that The Co-operative Bank plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. CIFAS is one of the UK’s fraud prevention agencies.BackgroundIn July 2018, Mr H applied online for a Co-operative current account. His application was d... (2 pages)View decision -
Decision Reference DRN-5360896
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5360896 The complaint Mr O complains that Monzo Bank Ltd unfairly closed his account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around October last year, Monzo loaded a CIFAS marker against Mr O’s name following the immediate c... (3 pages)View decision -
Decision Reference DRN-2595665
15 Feb 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2595665 The complaint Mr A complains that Santander UK Plc unfairly blocked and then closed his personal and business bank accounts without good reason. What happened I issued my provisional decision of 21 January 2021, which forms part of this final decision. In my provisional decisio... (4 pages)View decision -
Decision Reference DRN-3578334
19 Aug 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3578334 The complaint Mr A is unhappy that HSBC UK Bank Plc loaded a fraud marker against his name using the Cifas database. What happened Mr A began to experience difficulties with his financial accounts. He made a request to Cifas asking what information it held on him, and on 15 Jan... (2 pages)View decision -
Decision Reference DRN-3352042
23 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3352042 The complaint Mr S complains that Barclays Bank UK PLC registered a marker at CIFAS, the national fraud database, after closing his account. What happened Mr S says that his account was closed in October 2020 after Barclays had told him it was being investigated. He later found... (3 pages)View decision -
Decision Reference DRN-3354945
7 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3354945 The complaint Mr L complains that Monzo Bank Ltd declined his application for an account and then misled him about its reasons for doing so. What happened In October 2020 Mr L applied online for a Monzo account. His application was declined, and Mr L received a message from Mon... (2 pages)View decision -
Decision Reference DRN-5426173
8 May 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5426173 The complaint Miss M complains that The Co-operative Bank Plc (‘Co-op’) closed her account. Miss M adds that the situation has impacted another of her bank accounts and her ability to work. What happened In November 2024, Miss M attempted to withdraw funds from her Co-op b... (3 pages)View decision -
Decision Reference DRN-3428367
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3428367 The complaint Mrs M has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In January 2021, Mrs M received some payments that she then passed on. It turned out these were fraudulent funds. Monzo closed Mrs M’s acc... (3 pages)View decision
